Technical Support Engineer (English Fluent - Freelance - Onsite)

• Job description for Technical Support Engineer (English Fluent - Freelance - Onsite) at iTechWX
• Open to candidates with English skills equivalent to IELTS 7.0 or higher.
• Open to fresh graduates and final-year students.
• Training will be offered.

LOCATION (NO REMOTE)

The Sun Avenue Building, 28 Mai Chi Tho St., Binh Trung Ward, Ho Chi Minh City, Vietnam

RESPONSIBILITIES

• Reviews
• technical issues
• and contacts
• global customers

to understand issues. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.

• Resolves or escalates multiple and varied customer issues. Documents technical work and research.
• Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

• Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

REQUIREMENTS

• Advanced English proficiency (equivalent to IELTS 7.0 or higher)
• Having a background or working experience in IT
• Customer service mindset

OTHERS

Working model: on-site at the company office

Working time: Mon – Fri(8AM-12PM OR 1PM-5PM OR 6PM-10PM). Each shift lasts 4 hours, and freelancers are expected to follow their registered shift

• Freelancers register their availability monthly, and the final roster is announced approximately one week before the new month.
• The final work schedule will be determined by the Team Leader/Manager.

BENEFITS

• Salary: Earnings are calculated based on the number of cases completed each month.
• Training will be offered.
• The company will provide full working equipment.